The ACD – Automatic Call Distribution, is an intelligent system that allows incoming calls to be routed to the best skilled Agents, or to an automatic IVR (Interactive Voice Response) able to answer the calls and capture Customers information.
The BeInContact’s advanced Automatic Call Distribution software enables routing to all channels of communication (e.g., phone calls, sms, social media messaging, chat, email, etc.) then selects the most appropriate Agent to handle the interaction, resulting in the highest levels of customer satisfaction. Maximize customer satisfaction and agent productivity with automated omni channel routing between any communication channels.
The BeInContact ACD system provides all the functions of a traditional ACD system call center, but combined with new generation functions that guarantee flexibility and ease of configuration using web-based graphic tools. ACD automatic call distribution, depending on the specific skills, service or channel, always reaches the available Agent with the highest percentage attributed, in order to reduce waiting times and improve the Customer Experience. Discover the “Follow-The-Sun” function: calls are automatically and dynamically forwarded to Agents considering the working hours and the relative time zone in which they operate.
Are you having difficulty balancing costs and improving the customer experience in your Contact Center? Find out how our solutions can help you and choose the one that best suits your company. Send us a message, we will contact you to find the day and time that best suits your availability.